Tag Archives: customer-service-department

Today, changes to the contact center are a response to consumer behaviour, and not simply the result of business initiatives. In a climate where technology and customer preferences change at a breathtaking pace, it can be overwhelming to consider all the ways that your contact center needs to evolve.

This coming year, several key trends are poised to make a significant impact on contact centers around the globe. Some of these have transitioned from being “nice-to-haves” to being essential, while others are brand new and expected to play a substantial role. Ultimately, every call center needs to make decisions from the perspective of their customers.